Quote:
Originally Posted by funkywizard
I wanted to let you know that the quality and speed of technical support is way down in the last month or two compared to what I have normally come to expect in the year and a half that I have had service with FDC.

It is now becoming a common occurance to have things that normally take very little time be backlogged quite a bit. Furthermore, as the techs are overbooked enough as to backlog requests that normally get taken care of right away, I suspect that the answers I receive to support queries often tell me things are being done that probably haven't, since I can't easily verify that they have or not, as excuses so that people don't have to investigate the causes of problems.

I wouldn't bring that up specifically if it was the problem alone, because, as I said, I can't verify with certainty that it's happening. But, given how much more often I've been given the runaround recently, and with how much busier tech support has been recently, I would be surprised if it was not the case.

The thing that irritates me enough to bother private messaging you (as I know you have better things to worry about) is techs losing my hardware. I felt I should bring this to the attention of someone who has some power to look into it, rather than vent my frustrations on the already backlogged support department.

The tickets in mention is here:

http://fdcservers.net/helpdesk/ticke...vernightpc.net
and here:
http://fdcservers.net/helpdesk/ticke...vernightpc.net

I don't know the details of what is going on, since I am not there, and maybe normal things happening entirely outside of anyones control. But even so, you must admit that if you were going through the same situation it would be very frustrating.

Thank you for your attention in this matter,
Gabe
Thank you for your message. I was actually going to email you and Marco about an issue with your colo boxes.
We`ll have to take the offer of you sending the hardware in off the table because the current situation is not sustainable.
It was brought to my attention that there are lot of issues associated with your server parts ( hardware & software compatibility, defective parts, lot of shipping back etc). The amount of man hours put into setup&configuring&troubleshooting and fixing various issues actually causes us to loose money.

I am not exactly sure why there are so many issues with your parts but we order our hardware from newegg as well and it take our guys 30 minutes to setup a server and loaded it with OS. According to the message I got from the NOC our techs spent total of 30 hours just on the recent colo boxes that were sent in

You can still colocate servers but we`ll have to ask that they come pre-assembled with OS loaded

Let me know if you have nay questions

regards


Petr
FDCservers